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Communication Skills
by Skillsoft - Business
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customers problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSR Certification which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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Strategies for Communicating with Tact and Diplomacy
by Skillsoft
Communicating with diplomacy and tact requires strategy, awareness, and skills. Its aim is to establish trust and rapport in relationships while delivering messages effectively. However, it's often pushed aside by good intentions cloaked by gut reaction and misinterpretation. This course provides techniques you can use to navigate through conversations in a way that shows sensitivity and respect for others. As well as exploring what you should say, the course shows you how you can use proper timing and delivery when conveying your message. This will enable you to deliver messages tactfully and diplomatically, without sacrificing your reputation or professional relationships.Audience: Individuals who want to improve their ability to communicate in a more diplomatic and tactful mannerObjectives: Strategies for Communicating with Tact and Diplomacy recognize the benefits of being able to communicate with diplomacy and tact assess whether an individual has communicated with tact in a given scenario identify skills that will enable you to communicate with tact recognize examples of guidelines for communicating with diplomacy communicate with diplomacy and tact in a given scenario Duration: 1 ...
$75.00
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Programs to Benefit Employees (HRCI/PHR - 2007-aligned)
by Skillsoft - Business
The Human Resource Certification Institutes (HRCI) certification examinations cover a broad range of workforce planning and employment issues including the work rules and practices that apply to employee benefit programs. As a human resources professional you are responsible for helping to ensure that your companys practices comply with any legislation governing employee benefits and that the benefit programs are competitive enough to attract and retain employees. These are some of the topics you will need to understand to prepare for the Human Resource Certification Institutes Professional in Human Resources certification examination (HRCI/PHR). ...
$59.99
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Standard Business Etiquette
by Skillsoft - Business
The rules of proper business etiquette are changing. In many corporations middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial particularly if youre looking to advance your career. How do you maintain your private "space" when you sit in one of a dozen cubicles? How should you address your peers and superiors and whats the proper attire for todays corporate culture? In this course youll learn how to conduct yourself in the standard business environment with poise and confidence. ...
$75.00
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IT Project Management Essentials: Introduction to IT Project Management
by Skillsoft
The successful delivery of information technology (IT) projects requires managers to adapt project management processes and tools to account for the specific characteristics of the IT environment. By applying these processes and tools in a way that suits the project type and complexity, managers can significantly improve project success rates. This course describes how IT projects differ from other project types and points to the benefits of applying project management principles to IT projects. It provides an overview of the activities you carry out in each of the phases of an IT project and describes key project management tools.Audience: IT project managers and IT professionals preparing to take on IT project management responsibilities, as well as managers who support IT project managersObjectives: IT Project Management Essentials: Introduction to IT Project Management recognize the benefits of being able to use project management tools and techniques for IT projects distinguish between characteristics of IT projects and non-IT projects distinguish between activities that are carried out in each IT project phase match key project management tools to their descriptions Duration: 1 ...
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Communication Business Etiquette
by Skillsoft - Business
"Hows it going?" Is this an appropriate greeting in todays corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so how soon should you do it? Is e-mail the method of choice for communicating all your ideas or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person over the phone electronically and with customers--has a direct effect on how people treat you on whether you sell your idea or product and on how quickly you advance in your career. In this course youll learn the subtleties of communication etiquette in the world of business. ...
$75.00
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Personal Productivity: Self-organization and Overcoming Procrastination
by Skillsoft
How is organization related to procrastination? In fact, the two often go hand in hand. A lack of organization, coupled with a tendency to procrastinate, can be a vicious cycle. Becoming disciplined, setting priorities, and eradicating time-wasting activities can reduce the desire to put things off. The key to becoming your most productive self is to embrace organization and to overcome procrastination. This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization. The course presents ways to develop the discipline required to get things done, guidance on setting priorities, as well as approaches to overcommitment.Audience: Individuals wishing to improve their productivity in the workplace.Objectives: Personal Productivity: Self-organization and Overcoming Procrastination recognize the causes of workplace procrastination recognize the benefits of overcoming procrastination recognize ways to develop discipline in a given scenario address time-wasting activities in a given scenario recognize how to set priorities and keep focused say "no" and avoid overcommitment in a given scenario Duration: 1 ...
$75.00
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IT Project Management Essentials: Initiating and Planning IT Projects
by Skillsoft
If you want your IT project to complete successfully, you need to get it off to a good start. During the early stages of a project – the initiating and planning phases – a project manager should clarify objectives and requirements and create a project plan that delineates, among other things, what needs to be done, when it needs to be done, and how much it will likely cost. Although the plan may change as the project progresses, it’s important to get down as much detail as you can at the very beginning. This course describes how to initiate an IT project effectively. It then focuses on three key areas of planning – developing a work breakdown structure, schedule planning, and cost planning.Audience: IT project managers and IT professionals preparing to take on IT project management responsibilities, as well as managers who support IT project managersObjectives: IT Project Management Essentials: Initiating and Planning IT Projects match steps you take when initiating an IT project to examples of how they are carried out sequence examples of the steps in developing a work breakdown structure recognize the benefits of being able to develop an effective work breakdown structure sequence activities for developing a project schedule match project cost estimating techniques to their descriptions Duration: 1 ...
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The Fundamentals of Effective Thinking
by Skillsoft - Business
Albert Einstein once remarked that "the significant problems we face cannot be solved at the same level of thinking we were at when we created them." It necessarily follows that you must raise your own level of thinking in order to solve pressing business problems and make effective decisions. In this course youll explore how to think about the most critical business skill of all--thinking itself. Youll first learn about the counterproductive thinking patterns and tendencies most people naturally fall prey to. Youll then discover how these largely intuitive tendencies manifest themselves in problem-solving mind-sets and decision-making styles. Finally youll take the necessary steps to neutralize ineffective thinking habits and instead practice dynamic and results-oriented thinking strategies. The result? Youll become a better thinker someone who can apply these new-found techniques to achieve organizational goals within the current climate of great institutional change. ...
$75.00
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Working with Difficult People: Identifying Difficult People
by Skillsoft
Inevitably, we all encounter difficult people in the workplace. Dealing with difficult people can lead to feelings of frustration or even intimidation. If you know the right techniques, though, dealing with even the most difficult person is possible. In order to deal with difficult people, first you need to know what kind of difficult person you're dealing with so you can use the right technique for the right 'difficult' type. This course will provide you with methods to help you recognize the characteristics of some of the most common types of difficult people, better understand their motivations, and begin to deal with them more effectively.Audience: Individuals who want to develop or refresh their communications skills when working with difficult peopleObjectives: Working with Difficult People: Identifying Difficult People identify examples of people displaying difficult behavior recognize the benefit of being able to identify the types of difficult people in the workplace match examples of difficult behavior in the workplace to types of motivation identify which steps to deal with a difficult person have been performed correctly when given a scenario Duration: 1 ...
$75.00
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Human Resources Fundamentals (HRCI/PHR - 2007-aligned)
by Skillsoft - Business
The Human Resource Certification Institutes (HRCI) certification examinations cover a broad range of workforce planning and employment issues including core knowledge and concepts fundamental to the field of human resources. The HRCI certification examinations are widely recognized as the industry standard for evaluating human resource professionals competencies. HRCI is an affiliate of the Society for Human Resource Management (SHRM) and provides testing and certification services. As a human resources professional you are involved in various aspects of the organization and need to have a range of core skills and knowledge. Toward that end this course will help you prepare for the HRCI certification examination with regard to human resources fundamentals. In this course youll learn about such things as qualitative and quantitative abilities; budgeting and accounting skills; contract and project management; human relations and human resource technology. All the topics in this course are based on the core knowledge required by HR professionals included in the HR Body of Knowledge recommended by SHRM. ...
$75.00
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Workplace Communication Skills
by Skillsoft - Business
Poor communication is often blamed for discord errors and misunderstandings in the workplace. In fact and more correctly poor communication of intent causes these problems. They occur when people are unwilling to say exactly what they mean or what they want. They also occur when there is a reluctance or an inability to get clarification of another persons intent. These situations can be avoided by using certain communication techniques to establish intent both other peoples intent and your own. This course covers the three prime strategies that will enable you to do this. ...
$75.00
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Knowledge as Strategy: Performance Improvement
by Skillsoft - Business
In the 21st century--the Knowledge Age--corporations will see workers as intellectual capital. Workers themselves rather than just information will become the resources that allow organizations to respond quickly and effectively to rapid change. Learning is at the core of these demands--whether its learning a new skill knowing how to manage existing and new knowledge or creating organizational structures that support continuous learning. This course introduces learners to a new focus on performance improvement based on knowledge as the competitive advantage. ...
$75.00
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Effective Relationships with Customers
by Skillsoft - Business
Its time to disregard that old deferential model of short-term customer relations youre using. Why not replace it with a selection of long-term relational skills that work for you in the marketplace? Take control by picking the best customers and developing equal trusting partnerships with them. When you limit your investment in your customer relationships you also limit your growth potential. Developing strong respectful relationships with your customers is a win-win situation. This course introduces the ingredients for creating and maintaining more effective and productive relationships with your customers and explains why these elements can generate better outcomes than earlier customer paradigms. The most effective relationships are mutually supportive and mutually beneficial. And they last beyond next quarters returns. Investing in the relationship and creating value for your customers rewards your business as well. ...
$75.00
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Managing Anger in the Workplace Simulation
by Skillsoft - Business
Like most people you have probably become angry at work. A disagreement with a coworker or manager could make you lose your temper and voice your anger but is this really a good idea? What will your coworkers or manager think of your outburst? While confronting anger in the workplace is inevitable its important to minimize your angry thoughts emotions and behaviors and channel your energy into more constructive activities. ...
$75.00
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Performance Support
by Skillsoft - Business
Performance support is the new training buzzword. In a world that demands instant information and fast response training can no longer suffice as the only solution to performance gaps. Learn how to provide performance consulting using a variety of interventions to address performance challenges. Find out how to create a performance-consulting department to replace your training department and how to prepare your organization for the new age of performance consulting. ...
$75.00
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Effective Intergender Relationships
by Skillsoft - Business
Guess what. Men and women are different. Socially the differences offer an attractive mystique. But in professional situations and in the workplace the significant differences in male and female communication styles can cause problems. There is no denying that women and men vary significantly in their verbal inflections and tone their body language and how they listen to others. They pick up on different cues in conversations and often the meaning they interpret is not the message the speaker intends. Its almost as if the two genders speak different dialects. And in fact thats nearly the case. Communication confusion and breakdown between men and women at work can lead to inefficiency and expensive business errors. This course explains the differences in the language and communication behavior of men and women so each can more easily understand what the other is really saying. The course also provides tips on how to modify your own communication behavior to be more clearly understood by the opposite gender. ...
$75.00
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Delegation Essentials: An Introduction to Delegating
by Skillsoft
Every manager dreams of having more time to finish the never-ending work that comes with the role. And while you can't use some magic trick to stretch out the hours in a day, you can delegate certain tasks. With appropriate and deliberate planning, this can free up precious time so you can focus on your essential to-do's while still accomplishing everything on your list. This course details what delegation is, and the benefits it offers managers, employees, and the organization. These include saving time and money, developing employees' skills and capabilities, and encouraging accountability. The course also outlines some of the qualities that successful delegators possess, such as trust in their employees and a willingness to take risks. Finally, it covers the different styles of delegation, including when it's most appropriate to use each one.Audience: Managers who want to develop or refine their skills in delegating work to employeesObjectives: Delegation Essentials: An Introduction to Delegating recognize examples of delegation recognize the benefits of delegation recognize the attributes of a good delegator match the four delegating styles to examples Duration: 1 ...
$75.00
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Developing Fundamental Critical Thinking Skills
by Skillsoft - Business
You may not need an MBA to succeed in the corporate arena but regardless of position or industry you do need to be able to analyze reason and communicate effectively. These and other critical thinking skills are increasingly consequential as organizational planning and decision making become more distributed and reliant on written and verbal communication factors. Developing Fundamental Critical Thinking Skills coaches you through the acquisition of an array of critical skills that can help you improve your information processing and delivery agility. You also will learn how to maximize your inferential and evaluative competence to achieve better planning and decision-making efficiencies. Improving your critical thinking skills will increase your performance value to any organization. ...
$75.00
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Avoiding Grammatical Errors in Business Writing
by Skillsoft - Business
Grammar: the very word strikes terror into the hearts of learners everywhere. For many people it recalls the most difficult or most boring classes they can remember from childhood. Yet using correct grammar is one of the key skills for any business writer. Poor grammar skills interfere with communicating a clear message; moreover they may suggest that the writer is careless and perhaps unprofessional. ...
$75.00
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Resolving Conflict with Communication Skills
by Skillsoft - Business
Although through the use of good communication skills conflict in the workplace can be minimized it cant be eradicated entirely. On the occasions when disharmony inevitably arises there is a need for a different set of communication skills--those of negotiation mediation or arbitration. ...
$75.00
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Asserting Yourself Professionally
by Skillsoft - Business
Do you sometimes wonder if your professional style is too passive-hesitant and weak? Or do you find yourself acting too aggressively toward your co-workers or subordinates--too critical and overbearing? Do you wonder if there is another professional style that might be better for you? ...
$75.00
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Essential Selling Skills: Mastering Cold Calling
by Skillsoft
Cold calling is a fundamental part of sales. However, it's also one of the most difficult skills to master. How do you get past the gatekeepers and ensure you reach the right people? What should you say when you do? How can you counter objections? This course provides a strategic approach to cold calling, including how to time your calls effectively and how to handle gatekeepers. It demonstrates how to develop succinct and persuasive messaging to help ensure successful calls. And it provides instruction on how to overcome some of the most challenging objections and how to ensure you secure an appointment.Audience: Individuals who want to gain a foundation in essential sales techniques and anyone who wants to develop or refine existing sales skillsObjectives: Essential Selling Skills: Mastering Cold Calling assess the effectiveness of a cold-calling script identify when not to call a prospect recognize how to deal with gatekeepers when cold calling recognize how to overcome cold-calling objections make a cold call that leads to an appointment Duration: 1 ...
$75.00
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Managing Workforce Generations: Working with a Multigenerational Team
by Skillsoft
Managing a multigenerational team requires a clear understanding of the diversity of your employees and the strategies needed to help your team benefit from their differences. A generationally diverse workplace has the potential for conflict between younger and older workers, but if you tap into the potential of this diversity and view differences as strengths, you will create a more productive, collaborative, and innovative work environment. This course reviews the potential sources of conflict within a generationally diverse team, including differences in approaches to work and communication. It also covers strategies for managing a multigenerational team in a way that ensures your team members – regardless of differences in approach – feel included, respected, and supported. This course also describes how to implement a mentoring program that takes advantage of the varying experiences and perspectives of multiple generations.Audience: Individuals who want to develop or refine their skills for managing different workforce generationsObjectives: Managing Workforce Generations: Working with a Multigenerational Team match typical sources of conflict in multigenerational teams to examples illustrating them use strategies for managing a multigenerational team in a given scenario recognize how to implement a mentoring program that takes advantage of the experiences of different generations Duration: 1 ...
$75.00
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Making Telephone Calls Count
by Skillsoft - Business
Whether you handle one call a day or dozens you have the power to make every call count. Is the service you deliver to your customers over the telephone merely satisfactory or is it superior? When challenges present themselves how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key opportunities to address the callers needs? Does the caller feel like she has really been "heard" and understood? By fine-tuning your listening skills youll be able to deliver truly superior customer service. ...
$75.00
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